Report Detail
Global Contact Center Market Size, Status and Forecast 2019-2025
- RnM3126703 |
- 20 March, 2019 |
- Global |
- 99 Pages |
- QYResearch |
- Service & Software
A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management (CRM).
The market is driven by various end-user industries, such as Telecommunication, BFSI, Government and Public Sector, Healthcare and Life Sciences, Retail and Consumer Goods, etc. As the downstream consumption usually follows with developed and rapid economic growth areas, such as BRICS, the developed areas’ company prefers investing to underdevelopment regions these years.
Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model— significantly changing the way consumers and businesses communicate. Technology has shifted and heightened consumer expectations in terms of convenience and variety of communication modes.
While improved continuity and disaster recovery are large contributing factors for contact centers’ purpose in turning to the cloud, innovations in cloud technology are also enabling contact centers to create new engagement touchpoints for consumers. Not to mention, cloud-based contact centers offer an increased degree of scalability and integration capabilities, which are unmatched by traditional on-premise contact center models.
The market is growing at a very rapid pace and with rise in technological innovation, competition and M&A activities in the industry many local and regional vendors are offering specific application products for varied end-users. The industry is expected to remain innovation-led, with frequent acquisitions and strategic alliances adopted as the key strategies by the players to increase their industry presence.
Despite the presence of competition problems, due to the global recovery trend is clear, investors are still optimistic about this area, the future will still have more new investment enter the field. Even so, the market is intensely competitive .The study group recommends the new entrants just having money but without technical advantage and upstream and downstream support do not to enter into this field.
In 2018, the global Contact Center market size was 27700 million US$ and it is expected to reach 40000 million US$ by the end of 2025, with a CAGR of 4.7% during 2019-2025.
This report focuses on the global Contact Center status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Contact Center development in United States, Europe and China.
The key players covered in this study
Teleperformance
Alorica
Convergys
Atento S.A
Sykes Enterprises
Arvato
Serco Group
Acticall (Sitel)
Transcom
TeleTech
Concentrix (SYNNEX)
HKT Teleservices
Comdata Group
Market segment by Type, the product can be split into
On-Premise Type
Cloud-based Type
Market segment by Application, split into
Telecommunication
BFSI
Government and Public Sector
Healthcare and Life Sciences
Retail and Consumer Goods
Others
Market segment by Regions/Countries, this report covers
United States
Europe
China
Japan
Southeast Asia
India
Central & South America
The study objectives of this report are:
To analyze global Contact Center status, future forecast, growth opportunity, key market and key players.
To present the Contact Center development in United States, Europe and China.
To strategically profile the key players and comprehensively analyze their development plan and strategies.
To define, describe and forecast the market by product type, market and key regions.
In this study, the years considered to estimate the market size of Contact Center are as follows:
History Year: 2014-2018
Base Year: 2018
Estimated Year: 2019
Forecast Year 2019 to 2025
For the data information by region, company, type and application, 2018 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.
Table of Contents
1 Report Overview
- 1.1 Study Scope
- 1.2 Key Market Segments
- 1.3 Players Covered
- 1.4 Market Analysis by Type
- 1.4.1 Global Contact Center Market Size Growth Rate by Type (2014-2025)
- 1.4.2 On-Premise Type
- 1.4.3 Cloud-based Type
- 1.5 Market by Application
- 1.5.1 Global Contact Center Market Share by Application (2014-2025)
- 1.5.2 Telecommunication
- 1.5.3 BFSI
- 1.5.4 Government and Public Sector
- 1.5.5 Healthcare and Life Sciences
- 1.5.6 Retail and Consumer Goods
- 1.5.7 Others
- 1.6 Study Objectives
- 1.7 Years Considered
2 Global Growth Trends
- 2.1 Contact Center Market Size
- 2.2 Contact Center Growth Trends by Regions
- 2.2.1 Contact Center Market Size by Regions (2014-2025)
- 2.2.2 Contact Center Market Share by Regions (2014-2019)
- 2.3 Industry Trends
- 2.3.1 Market Top Trends
- 2.3.2 Market Drivers
- 2.3.3 Market Opportunities
3 Market Share by Key Players
- 3.1 Contact Center Market Size by Manufacturers
- 3.1.1 Global Contact Center Revenue by Manufacturers (2014-2019)
- 3.1.2 Global Contact Center Revenue Market Share by Manufacturers (2014-2019)
- 3.1.3 Global Contact Center Market Concentration Ratio (CR5 and HHI)
- 3.2 Contact Center Key Players Head office and Area Served
- 3.3 Key Players Contact Center Product/Solution/Service
- 3.4 Date of Enter into Contact Center Market
- 3.5 Mergers & Acquisitions, Expansion Plans
4 Breakdown Data by Type and Application
- 4.1 Global Contact Center Market Size by Type (2014-2019)
- 4.2 Global Contact Center Market Size by Application (2014-2019)
5 United States
- 5.1 United States Contact Center Market Size (2014-2019)
- 5.2 Contact Center Key Players in United States
- 5.3 United States Contact Center Market Size by Type
- 5.4 United States Contact Center Market Size by Application
6 Europe
- 6.1 Europe Contact Center Market Size (2014-2019)
- 6.2 Contact Center Key Players in Europe
- 6.3 Europe Contact Center Market Size by Type
- 6.4 Europe Contact Center Market Size by Application
7 China
- 7.1 China Contact Center Market Size (2014-2019)
- 7.2 Contact Center Key Players in China
- 7.3 China Contact Center Market Size by Type
- 7.4 China Contact Center Market Size by Application
8 Japan
- 8.1 Japan Contact Center Market Size (2014-2019)
- 8.2 Contact Center Key Players in Japan
- 8.3 Japan Contact Center Market Size by Type
- 8.4 Japan Contact Center Market Size by Application
9 Southeast Asia
- 9.1 Southeast Asia Contact Center Market Size (2014-2019)
- 9.2 Contact Center Key Players in Southeast Asia
- 9.3 Southeast Asia Contact Center Market Size by Type
- 9.4 Southeast Asia Contact Center Market Size by Application
10 India
- 10.1 India Contact Center Market Size (2014-2019)
- 10.2 Contact Center Key Players in India
- 10.3 India Contact Center Market Size by Type
- 10.4 India Contact Center Market Size by Application
11 Central & South America
- 11.1 Central & South America Contact Center Market Size (2014-2019)
- 11.2 Contact Center Key Players in Central & South America
- 11.3 Central & South America Contact Center Market Size by Type
- 11.4 Central & South America Contact Center Market Size by Application
12 International Players Profiles
- 12.1 Teleperformance
- 12.1.1 Teleperformance Company Details
- 12.1.2 Company Description and Business Overview
- 12.1.3 Contact Center Introduction
- 12.1.4 Teleperformance Revenue in Contact Center Business (2014-2019)
- 12.1.5 Teleperformance Recent Development
- 12.2 Alorica
- 12.2.1 Alorica Company Details
- 12.2.2 Company Description and Business Overview
- 12.2.3 Contact Center Introduction
- 12.2.4 Alorica Revenue in Contact Center Business (2014-2019)
- 12.2.5 Alorica Recent Development
- 12.3 Convergys
- 12.3.1 Convergys Company Details
- 12.3.2 Company Description and Business Overview
- 12.3.3 Contact Center Introduction
- 12.3.4 Convergys Revenue in Contact Center Business (2014-2019)
- 12.3.5 Convergys Recent Development
- 12.4 Atento S.A
- 12.4.1 Atento S.A Company Details
- 12.4.2 Company Description and Business Overview
- 12.4.3 Contact Center Introduction
- 12.4.4 Atento S.A Revenue in Contact Center Business (2014-2019)
- 12.4.5 Atento S.A Recent Development
- 12.5 Sykes Enterprises
- 12.5.1 Sykes Enterprises Company Details
- 12.5.2 Company Description and Business Overview
- 12.5.3 Contact Center Introduction
- 12.5.4 Sykes Enterprises Revenue in Contact Center Business (2014-2019)
- 12.5.5 Sykes Enterprises Recent Development
- 12.6 Arvato
- 12.6.1 Arvato Company Details
- 12.6.2 Company Description and Business Overview
- 12.6.3 Contact Center Introduction
- 12.6.4 Arvato Revenue in Contact Center Business (2014-2019)
- 12.6.5 Arvato Recent Development
- 12.7 Serco Group
- 12.7.1 Serco Group Company Details
- 12.7.2 Company Description and Business Overview
- 12.7.3 Contact Center Introduction
- 12.7.4 Serco Group Revenue in Contact Center Business (2014-2019)
- 12.7.5 Serco Group Recent Development
- 12.8 Acticall (Sitel)
- 12.8.1 Acticall (Sitel) Company Details
- 12.8.2 Company Description and Business Overview
- 12.8.3 Contact Center Introduction
- 12.8.4 Acticall (Sitel) Revenue in Contact Center Business (2014-2019)
- 12.8.5 Acticall (Sitel) Recent Development
- 12.9 Transcom
- 12.9.1 Transcom Company Details
- 12.9.2 Company Description and Business Overview
- 12.9.3 Contact Center Introduction
- 12.9.4 Transcom Revenue in Contact Center Business (2014-2019)
- 12.9.5 Transcom Recent Development
- 12.10 TeleTech
- 12.10.1 TeleTech Company Details
- 12.10.2 Company Description and Business Overview
- 12.10.3 Contact Center Introduction
- 12.10.4 TeleTech Revenue in Contact Center Business (2014-2019)
- 12.10.5 TeleTech Recent Development
- 12.11 Concentrix (SYNNEX)
- 12.12 HKT Teleservices
- 12.13 Comdata Group
13 Market Forecast 2019-2025
- 13.1 Market Size Forecast by Regions
- 13.2 United States
- 13.3 Europe
- 13.4 China
- 13.5 Japan
- 13.6 Southeast Asia
- 13.7 India
- 13.8 Central & South America
- 13.9 Market Size Forecast by Product (2019-2025)
- 13.10 Market Size Forecast by Application (2019-2025)
14 Analyst's Viewpoints/Conclusions
15 Appendix
- 15.1 Research Methodology
- 15.1.1 Methodology/Research Approach
- 15.1.1.1 Research Programs/Design
- 15.1.1.2 Market Size Estimation
- 12.1.1.3 Market Breakdown and Data Triangulation
- 15.1.2 Data Source
- 15.1.2.1 Secondary Sources
- 15.1.2.2 Primary Sources
- 15.1.1 Methodology/Research Approach
- 15.2 Disclaimer
Summary:
Get latest Market Research Reports on Contact Center . Industry analysis & Market Report on Contact Center is a syndicated market report, published as Global Contact Center Market Size, Status and Forecast 2019-2025. It is complete Research Study and Industry Analysis of Contact Center market, to understand, Market Demand, Growth, trends analysis and Factor Influencing market.
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